MANAGING CUSTOMER RELATIONSHIPS 3 CHAPTER 1 MANAGING CUSTOMER RELATIONSHIPS RUTH N. BOLTON AND CRINA O. TARASI Abstract The customer relationship management (CRM) literature recognizes the long-run value of potential and current customers. Increased revenues‚ profits‚ and shareholder value are the result of marketing activities directed toward developing‚ maintaining‚ and enhancing successful company–customer relationships. These activities require an in-depth understanding of the underlying
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Medical Surgical CONCEPT MAP [pic] ----------------------- DISEASE Asthma ASSESSMENT FINDINGS: Signs & Symptoms -Asthma is illustrated by outbursts of shortness of breath‚ wheezing‚ and coughing and the production of thick‚ tenacious sputum. -Only as the attack begins to subside can the client expectorate large quantities of thick‚ stringy mucus. The skin is usually pale. -During a severe attack‚ the nurse may observe cyanosis of the client’s lips and nail beds. Definition/Pathophysiology/Etiology
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The marketing management philosophy that holds that achieving organizational goals depends on determining the needs and wants of target markets and delivering the desired satisfactions more effectively and efficiently than competitors do. The Selling Concept. This is another common business orientation. It holds that consumers and businesses‚ if left alone‚ will ordinarily not buy enough of the selling company’s products. The organization must‚ therefore‚ undertake an aggressive selling
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Concepts of Entrepreneurship Measured Risk Entrepreneurs are risk takers‚ staking money‚ time‚ and personal reputations to manifest their visions. But‚ like heros‚ entrepreneurs are rarely reckless. Rather‚ successful entrepreneurs take measured risks‚ weighing the stakes and the potential consequences‚ and then stepping into unknown territory to generate results. As risk takers‚ successful entrepreneurs understand that failure can be a vital part of success‚ and that learning from mistakes can be
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Chapter 1 Preliminary concepts Concepts Overview The important concepts discussed in Chapter 1 were: 1.1 The main objective underlying corporate financial decisions is to maximise the value of the company‚ which in turn maximises shareholder wealth. This involves the optimal use of scarce resources. Fisher’s Separation theorem formally links the concepts covered in the chapter to provide a single decision rule for a firm’s investment decisions. This decision rule is that management’s role
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NAIROBI COLLEGE OF EDUCATION AND EXTERNAL STUDIES FACULTY OF EXTERNAL STUDIES DEPARTMENT OF EXTRA-MURAL STUDIES MASTERS IN PROJECT PLANNING AND MANAGEMENT LDP 601: FUNDAMENTALS OF MANAGEMENT PRESENTED BY: GROUP 1 SUBMITTED TO: PROFESSOR HARRIET JEPCHUMBA KIDOMBO DATE OF SUBMISSION: APRIL 15‚ 2014 Question: Examine the concept of ethics and illustrate with a case study how it has been institutionalized in an organization Group 1 Members No Name Registration No.
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30th ANNIVERSARY ISSUE The concept of nursing* Virginia Henderson RN AM DLaw DSc Research Associate Emeritus‚ Yale University School of Nursing‚ Connecticut‚ USA Accepted for publication 4 November 1977 Correspondence: Virginia Henderson‚ Yale University School of Nursing‚ Connecticut‚ USA. HENDERSON V. (1978) HENDERSON V. (2006) Journal of Advanced Nursing 3‚ 113–130 Journal of Advanced Nursing 53(1)‚ 21–34 The concept of nursing The author contends that with the
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Liberal Studies - Revision notes Module 1 – Personal Development and Interpersonal Relationships 1. self concept – academic achievement‚ body image‚ personality‚ identity 2. self-esteem – ideal self‚ actual self‚ self defence mechanism 3. Maslow’s hierarchy of needs A. physiological needs B. security C. affiliation D. self-esteem E. self-actualization – life goal 4. intellectual/cognitive development – independent thinking‚ rebellious behaviour‚ anti-social behaviour‚ juvenile delinquency
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anning MODULE 8: THE CONCEPT OF STRATEGY Structure Plans: A Plan is a goal-directed system of action. It specifies the actions which must be taken and the sequence in which must taken and the sequence in which they must occur in order to achieve some future objective. Basic to all planning is the generic need which the company will seek to satisfy‚ i.e.‚ its mission. This is clearly a top-management decision and one which cannot easily be altered one firm management has decided to commit
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Absenteeism is when employees fail to report to work when they are scheduled. Absenteeism can be costly and huge disruption for the employer. It is hard for any organisation to achieve its objectives if the staff fails to report to work. It can result in quality of the output and in some cases it can bring a complete closure for production. The definition of absenteeism‚ its causes‚ its affects on productivity and its costs in term of finances and administrative effectiveness are quite clear‚ the
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